NICE CXone Technical Architect - Remote / Telecommute

Job Title: NICE CXone Technical Architect - Remote / Telecommute

Job Location: Fort mill, SC

Job Type: Contract

Job Overview:

Pay Range: $60hr - $65hr

Requirement/Must Have:

• Strong experience with NICE InContact platform including IVR, ACD, Skills, Campaigns, and Routing strategies.
• Hands-on experience with Amazon Web Services (AWS).
• Knowledge of WebRTC networking concepts and protocols for voice and video.
• Experience with Salesforce and Dynamics integrations.
• Expertise in API development, middleware, and ETL processes.
• Experience with SQL databases and data modeling.
• Strong understanding of SDLC processes and deployment activities.
• Experience with Postman for API testing and validation.
• Full-stack development experience with frontend and backend technologies.
• Experience:
• Experience in designing and maintaining contact center solutions.
• Experience with Workforce Management (WFM), including scheduling, forecasting, and intraday adjustments.
• Experience with Nexidia Speech Analytics implementation and optimization.
• Experience in conversational AI and ASR tuning to improve customer experience.
• Experience in automation for user provisioning, skill assignment, and policy management.

• Architect, design, and maintain NICE InContact solutions.
• Build and automate call center workflows, prompts, scripts, and call flows.
• Ensure adherence to SDLC processes for development and deployment.
• Develop and maintain APIs, middleware, and ETL jobs for integrations.
• Monitor system health, troubleshoot issues, and optimize performance.
• Implement observability, logging, and proactive alerting solutions.
• Develop Click-to-Call and chat channel capabilities for omnichannel support.
• Build applications such as Multi-Factor Authentication and Embedded Agent Workflows.

• Familiarity with Quality Management tools such as Quality Central.
• Knowledge of Natural Language Understanding (NLU) technologies, specifically Ophelia.
• Exposure to Generative AI and Large Language Model (LLM) technologies.
• Strong analytical, troubleshooting, and problem-solving skills.

• NICE InContact.
• AWS Cloud Infrastructure.
• WebRTC.
• Salesforce Integration.
• Dynamics Integration.
• API Development.
• ETL Development.
• SQL and Data Modeling.
• Postman.
• Full-Stack Development.
• Conversational AI.
• Workforce Management (WFM).
• Speech Analytics.

• Bachelor s degree in Computer Science, Information Technology, or related field.
• Relevant certifications in AWS, NICE InContact, or cloud technologies are preferred.